Divya Sailesh
Fredericton,NB
Summary
Currently pursuing CIFC course from IFSE institute. CAREER HIGHLIGHTS / ACHIEVEMENTS Acquired excellent administrative and customer service experience within diversified industries. Performed consistently with indefinable enthusiasm, commitment, and dedication.
Overview
13
13
years of professional experience
Work History
Customer Service Associate
Accenture
11.2022 - Current
- Handle 60+ customers in a high-volume call center environment
- Addressing and resolving customers questions and issues relating to the invoices
- Help customers with their complaints and questions promptly to avoid escalations
- Walking customers through basic troubleshooting and set up processes
- Provide appropriate solutions and alternatives within the time limit
- Keep record of the customer interactions
- Performs customer request/problem identification and follows defined procedures to resolve correctly
- Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution
- Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention.
Customer Service Executive
Sobha Realty
11.2019 - 06.2022
- Handle 50+ customer interactions per day, giving detailed, personalized, friendly, and polite service to ensure customer retention and satisfaction
- Handle customer inquiries, complaints, billing questions, payment extensions and service requests
- Follow up with the customer for the overdue payments
- Listen attentively to caller needs to ensure positive customer service experience
- Address customer service inquiries in timely and accurate fashion
- Calm angry callers by building trust and provide best option solutions
- Interface daily with internal partners in accounting, sales operations, and other customer affairs divisions
Administrative Assistant
Gulf Engineering, Ajman-United Arab Emirates
05.2017 - 11.2019
- Answering incoming Calls, taking messages, and redirecting calls as required
- Dealing with email enquiries
- Taking minutes of the meeting and follow up for closure of same
- Data Entry
- Diary Management and arranging appointments, booking meeting rooms, and conference facilities
- Purchase Office supplies and process payments
- Organizing travel and accommodation for staff and customers
- Making and Proof-reading documents, announcements, and policies distribution
- Arranging both internal and external events
- Prepared frequent reports and memos for executives and administrators
- Providing administration support to sales Representatives
- Handle sensitive information in a confidential manner
- Maintain up-to-date employee holiday records
- Prepare and monitor Invoices.
Administrative Assistant
AL Tamayez
01.2011 - 05.2017
- Front desk activities such as answering calls, schedules meeting and support visitors
- Providing Administrative support to ensure efficient operation of Office
- Handle administrative duties such as filing, typing, copying, binding scanning etc
- Exhibits polite and professional communication via phone
- Meet and greet clients promptly and take care of their needs in a friendly and professional manner
- Making and proof-reading documents, announcements, and policies of distribution
- Develops administrative staff by providing information, educational opportunities, and experiential growth opportunities
- Ensure smooth office functioning by calling for repairs, maintaining equipment inventories and evaluating new equipment and techniques whenever required
- Provide information by answering questions and requests
- Order office supplies and research new deals and supplies
- Scheduling and conducting induction for new joiners
- Maintain contact lists
- Book Travel arrangements
- Submit and reconcile expense reports
- Provide general support to visitors.
Education
Certificate Course in Practical and Computer Accounting -
2008
Masters in business administration - (Finance & Marketing
ICFAI University
2006
Bachelor of Commerce - Computer Application in Business
Mahatma Gandhi University
2004
Skills
- Administration Management
- Microsoft Word, Excel, Power Point
- Excellent Communication Skills
- Customer Service Support
- Attention to details
- Adept to Multicultural Clientele
- Good Telephone Manners
- Customer Service
- MS Office Proficiency
- Customer Service and Assistance
- Inbound and Outbound Calling
- Problem Resolution
- Refund Processing
- Complaint Logging and Resolution
- Customer Complaint Resolution
- Complaint Escalation
- Verbal Communication
- Speaking Clearly
- Customer Data Confidentiality
- Call Transfers
- Trained in Salesforce
- Telephone Reception
- Email Etiquette
- Negotiation
Timeline
Customer Service Associate
Accenture
11.2022 - Current
Customer Service Executive
Sobha Realty
11.2019 - 06.2022
Administrative Assistant
Gulf Engineering, Ajman-United Arab Emirates
05.2017 - 11.2019
Administrative Assistant
AL Tamayez
01.2011 - 05.2017
Certificate Course in Practical and Computer Accounting -
Masters in business administration - (Finance & Marketing
ICFAI University
Bachelor of Commerce - Computer Application in Business
Mahatma Gandhi University